Service Delivery Support Engineer (L1)

Job Description

Make an impact with NTT DATA

Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society.

Our workplace embraces diversity and inclusion it’s a place where you can grow, belong and thrive.

Your day at NTT DATA

The Networking Managed Services Engineer (L1) is responsible for providing a managed service to clients to ensure that their IT infrastructure and systems remain operational through proactively identifying, investigating, and resolving technical incidents and problems and restoring service to clients by managing incidents to resolution.

This role has the primary objective is to ensure zero missed service level agreement (SLA) conditions. This role focuses on first-line support for standard and low complexity incidents and service requests.

This role may also contribute to / support on project work as and when required.

What you'll be doing

Key Roles and Responsibilities :

• Monitors client infrastructure and solutions
• Identifies problems and errors prior to or when they occur
• Routinely identifies common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigates first line incidents assigned and identifies the root cause of incidents and problems
• Fulfils approved requests following agreed procedures
• Provides telephonic or chat support to clients when required
• Executes approved maintenance activities including patching and configuration changes
• Follows the required handover procedures for shift changes to ensure service continuity
• Reports and escalates incidents where necessary
• Ensures the efficient and comprehensive resolutions of incidents and requests
• Proactively identifies opportunities for work optimization
• Updates existing knowledge articles or creates new ones
• Identifies opportunities for work optimization including opportunities for automation of work, request fulfilment, incident resolution, and other general process improvement opportunities
• May also contribute to / support on project work as and when required
• May work on implementing and delivering Disaster Recovery functions and tests

Knowledge, Skills and Attributes :

• Ability to communicate and work across different cultures and social groups
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to maintain a positive outlook at work
• Ability to work well in a pressurized environment
• Ability to work hard and put in longer hours when it is necessary
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey
• Additional skills proficiency such as : Pulse Secure SSL VPN / Virtual Juniper, Palo Alto, Fortinet Firewalls / Cisco Nexus switches, ASR and ISR routers / Cisco ACS, ISE / Meraki switches and access points / Enterprise network architecture / Common routing protocols : BGP,OSPF, EIGRP / Network address translation / Configuring, monitoring and troubleshooting uplinks to ISPs for DIA, MPLS and P2P circuits / Familiarity with common network management and monitoring tools such as SecureCRT, Logic Monitor

Academic Qualifications and Certifications :

• Bachelor's degree or equivalent qualification in Information Technology / Computing (or demonstrated equivalent work experience)
• CCNA or equivalent certification
• Certifications relevant to the services provided (certifications carry additional weightage on a candidate’s qualification for the role)

Required Experience :

• Entry-level experience or completion of the relevant intern programme
• Entry-level experience with troubleshooting and providing the support required in network / data centre / systems / storage administration and monitoring Services within a medium to large ICT organisation
• Basic knowledge of management agents, redundancy concepts, and products within the supported technical domain (i.e. Network, Data Centre, Telephony, Exchange, Storage, Cloud, Backup, etc.)

Workplace type : Hybrid Working

Hybrid Working

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success.

We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future.

As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies.

Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity.

We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment.

We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category.

Join our growing global team and accelerate your career with us. Apply today.

Apply from local Career site Apply from local Career site Back to search results